Senior Service Designer

Thoughtworks is a pioneer in integrating experience design with agile software delivery. Our designers work as part of multi-disciplinary teams that balance the thinking required to understand complex problems with the discipline needed to get high-quality working software into the hands of our clients and customers. Designers at Thoughtworks creatively solve the right problems. We work collaboratively to deliver bespoke software and take on the most challenging problems our clients have.

As a Service Designer, you will lead the creation of service design initiatives based on CCP journeys, along with stakeholders; the co-creation stage of a service design process; and the planning and execution of the immersion stage of a service design process. We expect you to carry out the prototyping stage to measure the impact of different initiatives; structure and refine the capacity installation plan for a service design process; and align priorities of the initiatives with stakeholders of the macro-experience. You will partner with other service designers, Product Owners, Group Product Managers, Agility and Tech roles.

Job responsibilities

• You will play an active role in the delivery and design of technology projects that transform how our clients work while developing new digital products and services.
• Collaborate with small, cross-functional teams to create a wide range of experience design deliverables including journey maps, service blueprints and roadmaps
• You will facilitate workshops, develop unique design strategies for products and take part in making strategic decisions at the portfolio level.
• Ensure that project scope, risks and updates are regularly assessed and communicated.
• Balance client and Thoughtworker expectations by clearly communicating experience design deliverables.
• Extend your expertise to teammates by supporting less-experienced designers when possible.
• Advocate experience design expertise to the broader community outside of Thoughtworks, speaking at conferences, webinars, meetups and more.
• Construction of strategy and value proposition of the initiatives
• Generate initiatives that create memorable experiences for the user of the macro experience
• Communicate objectives and strategy
• Have an product strategic vision of the company As Is and to Be (State of the arts and Future State)
• Generate and validate hypotheses (business, market, users, and improvements) to reduce the level of uncertainty and improve the ROI.
• Identify gaps and opportunities regarding business objectives
• Interpret data, analyze results and provide actionable reports for stakeholders
• Understand our business strategy, identify business problems and opportunities that can change the trajectory of the business.
• Lead the representation of user expectations and needs – have the voice of the user * Consult with portfolio management stakeholders on the research needs for input to the portfolio prioritization process
• Structure and carry out interviews or workshops that allow gathering information on processes or user needs
• Facilitate and generate workshop sessions according to the needs of the team, the initiative and the company
• Explore issues and discover potentially high-impact opportunities for a product portfolio

Job qualifications

Technical skills

• 5 years of professional experience as a Service designer
• You’re comfortable leading and advising research activities on experience design projects, employing different methods such as contextual inquiry, moderated interviews, experiments, immersion, co-design, prototype and implementation
• You are an experienced storyteller able to clearly present your research methods and its findings to your stakeholders
• Able to go from end to end on all stages of a service design process
• Well developed analysis and advanced facilitation skills
• Experience working with cross-functional teams, product teams and stakeholders
•  Experience working with Double Diamond design process, mapping workshops, and research sessions
• Excellent written, verbal and clear visual communication skills adding service delivery teams in the implementation of services
• Ability in building and maintaining strong working relationships with key stakeholders colleagues and clients
• Ability to use qualitative and quantitative data to drive and inform the experience across the development journey
• Create artifacts that capture insights, convey ideas, and inspire new thinking
• Facilitate mapping as-is and to-be user journeys and service blueprinting with participants from all seniority levels

Professional skills

• You bring an inspiring, unique approach to product design and love facilitating client brainstorms and internal sessions with your team
• You’re happy to design solo or collaborate with designers/developers to create a wide range of experience design deliverables
• You understand the importance of stakeholder management and can easily liaise between clients and other key stakeholders throughout projects, ensuring buy-in and gaining trust along the way
• A knack for communicating and defining project roles to your design teammates with the ability to build confidence in others
• A passion for contributing to the growing experience design community at Thoughtworks through peer reviews, expanding design teams’ understanding of group dynamics and ensuring consistency in the quality of design
• Expertise in fast, simple prototyping methods that communicate ideas clearly – sketching, crafting, making, and role-play as examples
• A degree in design, anthropology, or related field and experience in digital marketing or marketing strategy
• Experience in leading research and design teams